Agent (User) Management 

On the Agents page you can view the users in your organization, add new agents and update the information of existing agents. 

• To reach this screen, follow Organization Structure > Agents from the left menu.
• The list includes information such as Name, E-Mail, Phone Number, Extension, Last Login, Account Status, Two Factor Status.
• You can customize the columns displayed in the agent list to suit your needs.To do so,Column Managerclick the section and enable or disable the columns you want to display.
• To quickly reach a specific agent, you can use the Search field. In the Search field, enter the agent information or the criterion you want to search for. The system will list the agents matching the criterion you entered.

Add Agent 

To add a new agent to your system, click the Add button.

• On the screen that opens, enter the agent's Name, Surname, E-Mail, Phone Number and Extension information.
• From the Select Role field, select the roles to be assigned to the agent.
• Click the Save button. 

Note: Once the agent is created, an e-mail containing a link is sent to the e-mail address you entered so that they can complete the account setup and create a password. 

Other Actions 

To act on a record in the agent list, click the three dots icon on the right of the relevant agent. Select the action you want to perform from the menu that opens. 

Edit 

To update the information or permissions of an existing agent, click the Edit option. On the screen that opens, edit the agent's information and assigned roles as needed. Once you have completed your changes, click the Save button. 

Delete 

To remove an agent from the system, click the Delete option. Confirm the deletion to remove the relevant agent from the system. 

Idle Settings 

You can have an agent's session closed automatically when they take no action for a certain period. To do this, click the settings icon.  

• Turn on the Enable automatic sign-out option.
• In the Idle period field, enter the time in minutes that the agent can go without taking action.
• A warning is shown to the agent 60 seconds before the period you set expires.
• Once you have completed your settings, click the Save button. 

Export the Agent List 

To export your agent list, click the Download icon and select one of the Excel, PDF, CSV, XML or JSON formats from the options that open.